Essential Functions: 

• Responsible for receiving, coordinating, and disseminating critical information from various sources including emergency and non-emergency calls for service. Maintains radio contact with mobile/field units to monitor response, progress, and any needed support. Relays descriptions and other information to protective service field units concerning, wanted persons, missing or lost persons, stolen vehicles and for the arrest or detainment of specified individuals, etc. Obtain information related to crime reports and obtain critical information, including but not limited to name of caller, call back number and details of situation  

• Determines nature and location of emergency, prioritize, dispatch emergency personnel and/or implement emergency procedures as needed and in accordance with established procedure. Monitors, supports, and troubleshoots alarm systems. Acknowledge alarm received and dispatches appropriate personnel for issue at hand. Operate a variety of communications equipment and monitors security systems including CCTV, access control, fire alarm, building automation and control and burglar and panic alarms; responds appropriately and in accordance with established procedures  

• Monitor and respond to emergency codes and alarm systems in accordance with hospital protocols, initiating proper communication alerts when required.   

• Documents and maintains records of assigned units for information related to time, location, units dispatched and their time of arrival using the protective services report/dispatch system. Maintain accurate and up to date logs as assigned. Provide information to outside agencies including outside law enforcement agencies as appropriate  

• Process employees and other individuals through the photo badging identification system. Be familiar with all resources and services available to callers and offer these resources and services as appropriate  

• Answer and direct incoming calls using multi-line phone system, ensuring prompt and courteous communications with patients, staff, and external callers.  

• This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. 

Education: 

• High school diploma or GED (required)   

Required Licensing & Certifications: 

None 

Experience: 

• 1-2 years of experience in security and/or telephone operations/dispatch (preferred)  

Skills & Abilities: 

Hard/Tech/Clinical Skills:  

• ​Ability to accurately type 35-40 wpm  

• Strong documentation skills under pressure  

• Ability to operate multi-line telephone systems including taking and prioritizing emergency and non-emergency calls.   

• Proficient in using two-way radios and dispatch consoles and enter data as appropriate  

• Basic Microsoft Office Skills   

Soft/Interpersonal Skills:  

• Calm demeanor, clear and effective communication, active listening, ability to multitask, empathy and patience, team collaboration, professionalism, attention to detail, and conflict de-escalation.   

• Handles sensitive information with integrity and respect for privacy.   

Training: 

N/A